CRM Workflow & Integration¶

This document outlines the end-to-end CRM workflow for Pebble Orchestrator, based on the coordinated lead-to-enquiry lifecycle.

1. Workflow Architecture¶

The CRM manages the lifecycle from Pre-Lead identification through to Enquiry conversion, categorized by interaction states.

Logic Flow¶

flowchart TD
    %% Initial Sources
    SRC[PRE LEAD SOURCE] --> CP[CAMPAIGN]
    SRC --> DB[DATABASE]
    SRC --> EML[EMAIL]

    %% Campaign Logic
    CP -->|Email| EC[Email Campaign]
    CP -->|Product| PC[Product Campaign]
    CP -->|Industry| IC[Industry Campaign]

    EC --> ASE[Auto-send Mass Email]
    PC --> TEL[Telephonic]
    PC --> FV[Field Visit]

    %% Database Logic
    DB --> OLD{Old Customer?}
    OLD -->|Yes| QUALIF[QUALIFIED]
    OLD -->|No| VALIID[VALIDATION]

    %% Validation & Triage
    EML --> VALIID
    VALIID --> NEWC[New Customer Identified]
    NEWC -->|Validate CIN/PAN| CONT[CONTACTED]

    %% Contact States
    TEL & FV --> CONT
    TEL & FV --> NCONT[NOT CONTACTED]

    %% Qualification
    NCONT --> CIF[CONTACT IN FUTURE]
    CIF --> ATDB[Add to Database]

    CONT --> QUALIF
    CONT --> NQUALIF[NOT QUALIFIED]

    %% Outcomes & Conversion
    QUALIF -->|Convert| BD[Business Development]
    QUALIF -->|Convert| ENQ[Convert to Enquiry Screen]

    %% Terminal States
    NQUALIF --> JNK[JUNK]
    NQUALIF --> FK[FAKE]
    NQUALIF --> BAR[BARRED]
    NQUALIF --> DROP[Drop Go for Approval]

    %% Enquiry Stages
    ENQ --> PE[Pending Enquiry]
    ENQ --> PSPEC[Pending for Specification]
    ENQ --> PRFQ[Pending for supplier rate / RFQ]
    ENQ --> MKQ[Make Quote]
    ENQ --> LP[Long Pendancy]

    %% Outcomes
    MKQ --> CONV_BD[Convert to BD]
    MKQ --> CONV_QTN[Convert to Quotation/Deal Screen]
    QUALIF --> ADDDB[ADD TO DATABASE]

    %% Styling
    style CIF fill:#ffff00,stroke:#333,stroke-width:2px; %% Yellow: Followup
    style QUALIF fill:#00ff00,stroke:#333,stroke-width:2px; %% Green: Default
    style PE fill:#00ff00,stroke:#333,stroke-width:2px; %% Green: Default
    style JNK fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style FK fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style DROP fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style NQUALIF fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final

2. Stage Definitions¶

Interaction Status (Scale)¶

2.1 Pre-Lead Sources¶

• Campaign: Automated or manual outreach targeting specific industries or products.
• Database: Re-engaging existing customers (direct to Qualified) or validating new ones.
• Email: Direct inbound enquiries requiring validation.

2.2 Validation & Triage¶

For any new customer identified, the system triggers: 1. Automated Validation: CIN, PAN, and GST verification via MCA/GST APIs. 2. Contact Attempts: Telephonic or field visits log the "Contacted" or "Not Contacted" status.

2.3 Qualification & Conversion¶

Qualified leads can follow two distinct paths: 1. Business Development (BD): Continued nurturing for high-value potential. 2. Enquiry Screen: Direct conversion into the Sales Pipeline for active bidding.

3. Enquiry Management¶

Once converted to an Enquiry, the record enters the Enquiry Pipeline with specific sub-statuses to track technical and administrative dependencies:

4. Automation Targets (Pebble IQ)¶

The AI layer enhances this workflow via: - Auto-send Mass Email: AI selects relevant content based on Campaign Type. - Auto-Qualified Recognition: Identifying "Old Customers" from the Database to bypass validation. - Sentiment Triage: Marking "Junk" or "Fake" enquiries automatically with high confidence scores.

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